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High Latency and Packet Loss

Hi,

I'm seeing bouts of increased latency and packet loss primarily within, but not restricted to peak hours.

This was noticed originally when seeing increased latency on Blizzard games, Twitch streams failing to buffer, and webpages generally not loading for around 10 seconds to a minute at a time.

When this happens, I run ping 8.8.8.8 -t from my Windows machine and can see increased latency and dropped pings.

I have set up a Smokeping server on my network to monitor a Blizzard EU server, Google DNS servers, and while I can't monitor my Virgin Media gateway (.1) because ICMP is disabled, I am monitoring .2 on my public VM range which I had hoped with that IP address would be a Virgin Media piece of infrastructure. I'm also monitoring devices within my private network to ensure the issue is not on my end.

My current set up is the VM router in modem mode which passes through to my PfSense router on my ESXi host, no VLANs. I've replaced cables, switches, and also set up network monitoring to ensure that my devices aren't spiking on CPU resource as well as Disk IO and memory usage. Nothing unusual showing on my side.

I can send graphs if required. I've tried uploading images but that doesn't work and when I try to link to an Imgur page the post gets auto removed. Brilliant work.

Can anyone from Virgin Media assist with this, please?

To answer the easy questions, yes, I have restarted the modem. I have also taken it out of modem mode. I've restarted the PfSense router and applied the latest patches. I've restarted switches and also replaced cables.

I do not believe this issue exists on my side.

Cheers

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Re: High Latency and Packet Loss

Hi vmdg_bmth,

 

Thanks for posting and welcome to the community. I am sorry for the broadband issues. I've done a check on our systems here and there is more than half of your downstream channels out of spec, so we'll need a tech visit to the property to fix this. I'll PM you now to advise on the time.

 

Kind regards,

John_GS
Forum Team

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Re: High Latency and Packet Loss

Hi vmdg_bmth,

 

I've sent the PM to you now so keep me posted via this public thread if you need anything further and also let me know how the tech visit goes.

 

Kind regards,

John_GS
Forum Team

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Re: High Latency and Packet Loss

Hi John,

Thanks for coming back to me on this.

You mentioned that there is more than half of my downstream channels out of spec however, my Virgin Media account isn't linked to this community account and I didn't post my IP address.

Can you confirm how you know this is the case, please?

I'll also come back to you on your private message.

Cheers
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Re: High Latency and Packet Loss

Thanks for coming back to me. 

 

I am sorry for the confusion caused. When you sign up to the forums, as part of our T&C you do accept that we can use information you've provided to do background checks in the case of a fault to assist. 

 

Again apologies if the details you've provided isn't yours and we can proceed with a PM so I can check your account.

 

Kind regards,

John_GS
Forum Team

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Re: High Latency and Packet Loss

Just to update this with a resolution:

Virgin Media engineers came out this morning and showed me their graphs of the noise going back through my coax due to us being the only Virgin customers in our building. Essentially we were getting too much signal to the router and it was causing spikes of noise back to the VM network.

A 10Db attenuator was put on to the to coax going into the back of our SuperHub3 and everything appears to be fine.

Thanks for the help.

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Re: High Latency and Packet Loss

Thanks so much for popping back with your update @vmdg_bmth - glad to understand that everything is now working after a technician visit.

 

You know where we are if you need anything further. 

 

Cheers

Katie - Forum Team


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Message 8 of 63
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Re: High Latency and Packet Loss

Well I thought this had been fixed but it's not the case. Please see pings from another bout of latency and dropped packets this evening.

Request timed out.
Reply from 8.8.8.8: bytes=32 time=470ms TTL=55
Reply from 8.8.8.8: bytes=32 time=324ms TTL=55
Reply from 8.8.8.8: bytes=32 time=471ms TTL=55
Reply from 8.8.8.8: bytes=32 time=494ms TTL=55
Reply from 8.8.8.8: bytes=32 time=484ms TTL=55
Reply from 8.8.8.8: bytes=32 time=529ms TTL=55
Reply from 8.8.8.8: bytes=32 time=495ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=629ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=107ms TTL=55
Reply from 8.8.8.8: bytes=32 time=23ms TTL=55
Reply from 8.8.8.8: bytes=32 time=21ms TTL=55
Reply from 8.8.8.8: bytes=32 time=585ms TTL=55
Reply from 8.8.8.8: bytes=32 time=386ms TTL=55
Reply from 8.8.8.8: bytes=32 time=377ms TTL=55
Reply from 8.8.8.8: bytes=32 time=104ms TTL=55
Reply from 8.8.8.8: bytes=32 time=449ms TTL=55
Reply from 8.8.8.8: bytes=32 time=346ms TTL=55
Reply from 8.8.8.8: bytes=32 time=501ms TTL=55
Reply from 8.8.8.8: bytes=32 time=12ms TTL=55
Reply from 8.8.8.8: bytes=32 time=27ms TTL=55
Reply from 8.8.8.8: bytes=32 time=18ms TTL=55
Reply from 8.8.8.8: bytes=32 time=221ms TTL=55
Reply from 8.8.8.8: bytes=32 time=254ms TTL=55
Reply from 8.8.8.8: bytes=32 time=28ms TTL=55
Reply from 8.8.8.8: bytes=32 time=19ms TTL=55
Reply from 8.8.8.8: bytes=32 time=17ms TTL=55
Reply from 8.8.8.8: bytes=32 time=502ms TTL=55
Reply from 8.8.8.8: bytes=32 time=462ms TTL=55
Reply from 8.8.8.8: bytes=32 time=354ms TTL=55
Reply from 8.8.8.8: bytes=32 time=617ms TTL=55
Reply from 8.8.8.8: bytes=32 time=394ms TTL=55
Reply from 8.8.8.8: bytes=32 time=587ms TTL=55
Reply from 8.8.8.8: bytes=32 time=578ms TTL=55
Reply from 8.8.8.8: bytes=32 time=475ms TTL=55
Reply from 8.8.8.8: bytes=32 time=390ms TTL=55
Reply from 8.8.8.8: bytes=32 time=617ms TTL=55
Reply from 8.8.8.8: bytes=32 time=593ms TTL=55
Reply from 8.8.8.8: bytes=32 time=527ms TTL=55
Reply from 8.8.8.8: bytes=32 time=574ms TTL=55
Reply from 8.8.8.8: bytes=32 time=454ms TTL=55
Reply from 8.8.8.8: bytes=32 time=401ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=415ms TTL=55
Reply from 8.8.8.8: bytes=32 time=577ms TTL=55
Reply from 8.8.8.8: bytes=32 time=478ms TTL=55
Reply from 8.8.8.8: bytes=32 time=560ms TTL=55
Reply from 8.8.8.8: bytes=32 time=539ms TTL=55
Reply from 8.8.8.8: bytes=32 time=481ms TTL=55
Reply from 8.8.8.8: bytes=32 time=541ms TTL=55
Reply from 8.8.8.8: bytes=32 time=326ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=155ms TTL=55
Reply from 8.8.8.8: bytes=32 time=559ms TTL=55
Reply from 8.8.8.8: bytes=32 time=599ms TTL=55
Reply from 8.8.8.8: bytes=32 time=140ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=14ms TTL=55

This is still happening about every 30 minutes to an hour and can sometimes be as frequent as every 5 minutes.

Can someone take a look into this, please?

Thanks

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Message 9 of 63
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Re: High Latency and Packet Loss

Sorry to hear that the issues have returned vmdg_bmth,

 

It looks like we are going to have to send out a second engineer for this issue in order for it to get resolved. Apologies for the inconvenience and frustration caused.

 

I have booked you an engineer appointment for the earliest time available. Please log in here to view your appointment time slot. You can also rearrange the appointment if you're unable to make the one currently booked.

 

Let me know if there's anything else you need

 

Beth

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Message 10 of 63
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Re: High Latency and Packet Loss

Just wanted to update this post with further actions taken.

A Virgin Media engineer came out this morning and stated that the cabinet was out of spec and required the VM Networking team to come out and make adjustments to the cabinet at the latest of this coming Monday.

The engineer also checked the coax points around our property and ensured all connections are good. No issues spotted there.

I can see that since this visit, the latency issues and packet loss are still present so we'll see if this continues after Monday.

I'll update this again when I have some more information.

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